Can Jira respond to emails faster?

We are trying to use JIRA Service Desk as a new Helpdesk tool for my company. We work in an industry where response times need to be in seconds. When our user base send in an email, we find it takes 2-3 minutes to generate a response email back to them. We set the IMAP check time to be 1 minute, which we think is the lowest value. Any tips or tricks to get email response times for end users to be really fast?



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Boris Berenberg Community Champion Jun 02, 2015

Set up an individual mailbox for each mail handler, don't use catch emails.

Make sure you have a forward address configured so that bad emails are not processed over and over again.

Minimize the total number of services on your system as much as possible.

Thanks Boris. Is there any way to set the IMAP fetch interval to be less than 1 minute?



Boris Berenberg Community Champion Jun 03, 2015

You may be able to do this by tweaking the interval on the services page? I believe the value there is in seconds if I remember correctly. Keep in mind that making the interval too short, will also have a negative impact as each check also has the overhead of setting up and then ending the connection. The more frequent your checks, the higher the % of time of each check is spent on this portion of the work.

I know this thread is old, but I was wondering if anyone had any luck tuning the performance of incoming email fetch to be less than 1 minute? Ideally, we want it to be every few seconds.

Also, where is the services page that @Boris Berenberg4 referenced?

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